Call Center Management Must Train for Social Channels
There’s no doubt about it today. Social media is here to stay. The early days of MySpace and all the buzz around social sites like Twitter (News - Alert) and Facebook being just a millennial trend are very far behind us. Today more customers are using Twitter and Facebook pages to let companies and the public know how they feel about a brand and what their experiences have been like.
These social media posts have the potential to help or really hurt a company – so it’s vital that companies are armed with the tools needed to tackle social media and to be ready at a moment’s notice with the best course of action for contact involving social channels.
If you’re managing a call center, chances are your agents already know how long they should keep customers on hold, and the language they should use to keep an angry customer calm. But many do not know what the proper response is when a customer posts a negative comment on the company Facebook (News - Alert) page or how long they should wait before replying.
These new “rules” for the online and social customer aren’t something you can find in a text book and training manuals (not universally at least) so they need to be taught on an ongoing basis as the market changes.
A recent Customer Think piece looks at how the social channel is increasing in importance and how to best prep agents to deliver quality care via the channel.
Not only does it caution companies to have departments ready to respond to customer needs depending on the issue, but also notes that having the right tools in use can help keep a company’s messaging consistent. After all, being bad mouthed by an irate customer is one thing, but being unable to show your professionalism and quality in your public responses can be catastrophic.
Edited by Alicia Young